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 Unresolved Bonus Discrepancy at Duelbits Casino:

I would like to raise a formal complaint regarding an ongoing issue I've been facing at Duelbits Casino. My concern revolves around a significant disparity between the promised bonuses and the actual rewards I've received on the platform.

Despite being a dedicated player and making substantial deposits totaling $48,573.41, the bonuses I've received fall far short of what I anticipated. The discrepancy becomes apparent when comparing my rewards to my substantial wagers of $1,039,711.58.

I have raised these concerns with Duelbits' customer support multiple times, seeking transparency and resolution. However, their responses have been unsatisfactory and have left me with doubts about the fairness and integrity of their bonus system.

Furthermore, there seems to be an inconsistency in the distribution of bonuses among players. While I understand that different factors such as promotions and VIP levels play a role, the vast differences in rewards remain unexplained.

Adding to my frustration, I was unexpectedly removed from the "Freebie Friday" list after sharing my concerns on various platforms. While Duelbits claims it's coincidental, the timing of this change raises questions about their commitment to addressing customer feedback.

I am disappointed by the lack of clarity and fairness in Duelbits' bonus system, as well as their handling of customer concerns. I believe that my investment and loyalty deserve better treatment, and I am seeking a resolution that reflects the time and resources I've dedicated to the casino.

I appreciate your attention to this matter and hope for a fair resolution that upholds the integrity of the gambling experience.

Sincerely,

KinG

Dear kingbj861,

Thank you very much for submitting your complaint. I'm very sorry to hear about your issue. Please understand that bonuses are gifts that the casino awards to its players. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and bonuses and who does not. Please let me know if there is anything else I can help you with. Otherwise, I will be forced to reject this complaint.

Thank you very much for your understanding.

Best regards

Veronika

Dear Veronika,

Thank you for your prompt response and for acknowledging my concern. I understand that bonuses are discretionary gifts from casinos, and players aren't entitled to them. However, I'd like to provide additional context regarding my complaint.

Since February, I have indeed deposited nearly $10,000 on Duelbits Casino. During this time, Duelbits assured me that they would issue bonuses based on my activity and loyalty. It's not the absence of bonuses that concerns me the most; it's the disconnect between their assurances and actions.

Duelbits gave me the impression that my loyalty and activity on the platform would be rewarded accordingly. Unfortunately, this wasn't the case, and it feels like my concerns were dismissed due to my negative Trustpilot review.

I've taken a closer look at the numbers, specifically comparing my rewards and wagering to those of another player with User ID: 44242331-1f86-54e7-922d-43536681a124. The discrepancies are quite striking:

• User ID: 44242331-1f86-54e7-922d-43536681a124:
• 
  
• Total Wagered: $674,027.23
• Total Rewards: $9,334.05
• Instant: 25.99% ($2,426.66)
• Level up bonus: 24.44% ($2,281.88)
• Monthly: 12.99% ($1,213.30)
• Daily: 12.94% ($1,207.93)
• Weekly: 12.88% ($1,202.37)
• Other: 10.73% ($1,001.91)

• My Numbers:
• 
  
• Total Wagered: $1,039,711.58
• Total Rewards: $7,077.40
• Other: 54.66% ($3,869.00)
• Level up bonus: 14.14% ($1,001.42)
• Instant: 12.64% ($894.62)
• Weekly: 6.26% ($443.68)
• Daily: 6.16% ($436.10)
• Monthly: 6.11% ($432.5)

I've been a loyal player on Duelbits, depositing a significant amount totaling $48,573.41 over time. My loyalty and trust in Duelbits have remained steadfast, even through challenging times. However, the disparity in rewards and the obstacles I've encountered have left me somewhat disheartened.

I'm not looking to engage in prolonged negotiations or disputes. What I'm seeking is a solution that feels fair and acknowledges my loyalty as a player. The discrepancies between the rewards promised and those received have been disheartening, and I believe there's room for resolution.

This email represents my final request on this matter. I won't bring it up again after this. I sincerely hope that you can consider my journey as a player, my loyalty, and my overall experience on Duelbits Casino. If there's a way to work together to find a resolution, I'd greatly appreciate it.

Thank you for your understanding and consideration.

Warm regards,

KinG

I did not intentionally unsubscribe from promotional messages, and there's been a notable drop in bonuses following a Trustpilot review. It's this discrepancy that's being questioned.

Regarding Duelbits' claim of my unsubscribing from promotional messages on May 25th – here's where things don't add up. I assure you, I haven't intentionally unsubscribed. Yet, I haven't received any promotional emails from them between February and May – a period when I was actively wagering and trying to level up. If there's been an oversight on my part, I expect Duelbits to produce records or evidence of the said promotional emails.

As evidence of promised bonuses based on activity, Ordinarily, the CRM team sends out freebie Fridays, each valued at $500. Curiously, from March to May, I haven't received any – a stark departure from the frequency I previously enjoyed based on my activity, my deposits were close to $10k. Interestingly, this shift coincided with my Trustpilot review about them in January.

https://www.trustpilot.com/reviews/64d68d7a41b328a495467f56



I apologize but as I mentioned before, a bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. Unfortunately, we do not investigate the reasons why players receive or do not receive particular bonuses, and we cannot compel casinos to provide specific bonuses to you.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Veronica,

Thank you for your response. I understand your perspective on bonuses being gifts from the casino, and I appreciate your assistance so far.

However, I'd like to reiterate that my primary concern is not just about receiving bonuses but about transparency and fairness in how they are allocated. The core issue here is that Duelbits has not honored the bonuses promised based on my activity, and the discrepancy is significant.

I have submitted all the necessary proof of my activity from March to May, which, as per Duelbits' policy, should have qualified me for certain bonuses. Yet, the rewards I've received do not align with the commitments made by the casino. This is a matter of upholding promises and maintaining transparency.

I kindly request that you take a closer look at the provided evidence and help me understand why there is such a significant gap between the expected and actual bonuses. This would go a long way in addressing my concerns.

Thank you for your attention to this matter.

Best regards,

Dear Veronica,

I'd like to bring to your attention the email discussion I had with Duelbits' support. During this exchange, rather than addressing the core issue, they steered the conversation towards gambling advice, which suggests a deliberate attempt to deflect from the matter at hand.

I truly hope you can help shed light on this situation and facilitate a resolution that is fair and transparent.

Thank you for your attention to this matter.



Best regards,

Thank you for the emails. However, as I stated before, we are unable to help players with bonus issues. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.